Off-the-Script: February Edition

Welcome to the February edition of Off-the-Script! We’re excited to bring you the latest insights, product innovations, and upcoming events—all designed to help you stay ahead in today’s fast-paced call center world.

Webinar Recap: Future Proofing Your Call Center

If you missed our live webinar, don’t worry—you can catch the full session on YouTube! In this engaging discussion, Chaz from Call Tools and Rob from OnScript AI explored how data-driven insights, key performance indicators, and automation can transform your call center operations. Here are a few highlights:

📊 Data-Driven Performance: Unlock the power of your call data to identify strengths and opportunities for improvement.

🎯 Key KPIs: Focus on metrics like contact and conversion rates to set actionable goals.

🤖 Process Automation: Reduce manual tasks so your team can focus on what truly matters—engaging with customers.

⏱️ Real-Time Adjustments: Leverage instant insights to make data-driven decisions on the fly.

🧠 AI Integration: Enhance productivity with features like trend analysis and auto dispositioning.

OnScript AI Innovations

We’re thrilled to share our latest platform enhancements—all designed to help you optimize your call center operations like never before. These updates streamline workflows, ensure accurate data, and deliver real-time insights that guide effective coaching and decision-making.

Semantic Search

Our powerful new Semantic Search feature lets you find exactly the calls or interactions you need by simply typing a natural-language query. Whether you’re looking for “Calls where the target had questions about an objection” or “Calls where the prospect requested more information,” OnScript AI intelligently sifts through your campaigns to bring the most relevant results to the forefront.

Validation Feature

In our ongoing commitment to deliver a smarter, more efficient platform, we’re excited to announce that the Validation feature in Campaign Settings is now live. This enhancement verifies that every data field posted by your call center agents matches your system’s records. Any discrepancies are flagged for review, allowing management to quickly address inaccuracies. Plus, with our webhook integration, these data fields can be updated automatically in your system.

Employee Spotlight: Sunshine “Shine” – Powerhouse Account Manager and Client Advocate

Sunshine “Shine” is a powerhouse Account Manager here at OnScript AI, known for her ability to navigate any challenge a client presents. With an extensive background in call center operations, she brings a wealth of experience that has been instrumental in her success. Shine is not only a dependable advocate for clients but also a dedicated team player who consistently shows up for her colleagues, ensuring smooth collaboration and exceptional service.

Before stepping into her role as an Account Manager, Shine built a strong foundation in business operations and data analytics. She has experience diagnosing incidents and service requests, implementing effective solutions, and analyzing complex data sets to drive business growth.

Beyond work, her heart is with her family. Every day, she walks her daughter, Gia, to and from school—a cherished routine. When she’s not at work, you’ll find her making memories with family and friends, embodying the incredible person we all know and appreciate.

The Grow IT Podcast

Check out the latest episode of The Grow IT Podcast featuring OnScript AI’s own CRO, Robert Camhe. In the episode titled "From Zero to Two Successful Tech Companies: One Founder's Journey", Rob shares his inspiring transition from a corporate career to founding successful tech companies.